Complaining to the Financial Ombudsman

The majority of the cases Resolute Claims advocate for will be referred to the Financial Ombudsman Service. This is because clients tend to engage us when a financial services firm have already made their final decision. The cases that we see are typically people who have had their Life or Critical Illness claim declined. In order to successfully appeal a rejected insurance decision you need to establish and identify the relevant terms and conditions, guidelines and regulation to do so.

Most often we see clients make complaints based on emotional compassionate grounds and the service they have received rather than evidence-based facts. This often leads to the same outcomes for the clients (their claim not being paid).

Making a complaint to the Financial Ombudsman is straightforward, however, making a compelling evidence-based complaint is not so easy, especially when mentally you might be in a very emotional place due to bereavement or illness.

Resolute Claims can take the burden off you and appeal your rejected Life Insurance claim along with Critical Illness, Income Protection and Terminal Illness Claims.

When you submit a complaint to the Financial Ombudsman Service it can often take around four to six weeks before they start requesting information from the financial service provider. This information is normally received around two to four weeks after this. Once all the information is received it will then be passed onto an adjudicator/investigator to begin dealing with your complaint. The process from sending your complaint to an adjudicator looking at it may take around three months. Depending on how complex the case is you would normally have a response four to eight weeks after that.

If you (or the financial service provider) are unhappy with the adjudicator’s decision you (or your financial service provider) can refer the case to an Ombudsman. This can take another six months to make a decision and you will be asked to confirm why you would like this escalated.

If the Ombudsman rules in your favour at this stage the financial service provider must abide by the decision. If the decision does not go in your favour, you can still take legal action against the service provider.

At Resolute Claims we offer a free guidance service where we can talk you through the process of making a claim and complaint. If you need any support, please contact us on 0333 050 8792.